Temporary – Customer Service Representative

PFU America, Inc.; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Excellent benefits

Inclusive culture

Job summary

PFU America Inc PAI is seeking a skilled Customer Support & Operations professional to provide timely assistance via phone and email across delivery and order inquiries. You will update contacts in ServiceNow, monitor inventory, and generate daily, weekly, and ad-hoc reports while ensuring process compliance and timely communications with customers and internal teams.

You will collaborate with Planning, Logistics, and Service Contracts to resolve discrepancies and ensure service call SLAs are

Qualifications

• Experience providing professional customer support via phone or email.
• Familiarity with ServiceNow and ticketing workflows.
• Understanding of inventory control and order management processes.
• Experience generating operational reports and maintaining data integrity.

Responsibilities

• Provide timely professional support via phone and email.
• Resolve customer issues such as delivery delays and order inquiries.
• Document customer calls and actions in ServiceNow.
• Monitor and report inventory accuracy and delivery exceptions.
• Coordinate with internal teams to ensure SLA targets are met.

Skills

Customer support

Communication

Attention to detail

Problem-solving

Tools

ServiceNow

Genesys

Job description

Welcome to PFU America Inc PAI an established leader in the Document Imaging industry delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations We are also the proud creators of Happy Hacking Keyboard HHKB which strives to be the best performing highest quality and most satisfying line of keyboards on the planet Born from the vision of a perfect computer keyboard HHKB has become the go to digital companion for programmers gamers hackers and high performance keyboard enthusiasts over the past 25 years While our headquarters is based in the heart of Silicon Valley in Santa Clara CA our teams do great work from just about anywhere We offer excellent benefits and an inclusive culture that rewards hard work and teamwork encourages intellectual growth and celebrates diversity Learn more about PAI here httpswwwpfu usricohcomabout us

ROLE SUMMARY

Customer Support & Communication Provide timely professional support via phone and email Resolve customer issues such as delivery delays address discrepancies and order inquiries Assist with updating points of contact in ServiceNow SNO service calls manage call deferrals and watchlist activities in accordance with established procedures Document of customer calls and email actions into ServiceNow Inventory & Operational Oversight Monitor inventory accuracy negative balances excessaged inventory Manage scrap orders sub inventory reviews and inventory disposition including ECNs Monitor all delivery exceptions for the company and communicate with FedEx to provide a solution so that the delivery can be completed and service call SLA met Monitor and address Bigcom Order Errors Reporting & Compliance Maintain accurate records and documentation ISO compliance Generate and review daily operational reports Open Picks Aging URMA etc Compile a daily report of deferral watchlist and assigned cases to Field Engineers Compile a daily report of Ecom RMAs and Backorders Run a weekly report of Ingram and TD Synnes aging RMAs RMAs exceeding 90 days cancelled Track Rental Scanners daily alert to ensure all units are returned by due date Compile a daily report for ECOM PENDING ORDERS and provide a weekly update

KEY RESPONSIBILITIES

Ensure end to end execution of service calls and service orders in alignment with established SLAs policies and customer requirements Deliver high quality customer support through professional timely communication across phone and email channels Monitor order fulfillment shipment status and delivery performance; proactively escape and resolve exceptions impacting customer satisfaction Partner with Planning Logistics and Service Contracts to drive resolution of order inventory and service related discrepancies Administer Service Sales operations including order processing EDI transactions bulk uploads trade in requests RMAs and shipping documentation Maintain data integrity across customer contract and service records; generate and analyze operational and contract performance reports Act as a liaison to internal teams TAC OMNI Field Engineers to ensure effective issue resolution and service Serve as a primary point of contact for customers resellers and distributors managing communications across shared and individual inboxes Ensure all emails received in departments mailboxes Dispatch Service Sales ServOp and Ecom and assigned personal inboxes are acknowledged and responded to within two business hours of receipt including providing an estimated timeframe for completion Copy the Supervisor on all related correspondence Research process and deposit all returns and URMAs within two business days of receipt ensuring timely resolution and accurate record management Provide daily weekly and status updates reports and operational summaries as requested by management Demonstrate a sense of urgency in addressing customer inquiries operational requests and service related issues while meeting established departmental service level expectations Maintain professional and business appropriate communication standards in all written correspondence ensuring emails are clear concise accurate and conducted in a courteous and professional manner when communicating with customers resellers vendors and internal stakeholders Genesys log in and out Maintain schedule and service availability requirements by logging into Genesys on time at the start of each scheduled workday and remaining logged in through the end of the assigned shift Remain available in the queue during all working hours except for breaks meal periods or scheduled meetings and update queue status appropriately to reflect availability Note This job posting outlines the primary duties and responsibilities of the role It is not intended to be a comprehensive list of responsibilities and tasks The nature of our work is dynamic and responsibilities may evolve over time as organizational needs change We are an Equal Opportunity Employer and are committed to fostering an inclusive and diverse workplace We do not discriminate against any applicant or employee based on race color religion sex including pregnancy sexual orientation or gender identity national origin age disability genetic information veteran status or any other protected characteristic under applicable laws All employment decisions are made based on qualifications merit and business needs